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Telstra (Retired)
Telstra (Retired)

Re: Cable Ultimate (aka Super Fast) -- not 100 Mbps in Epping

Hi DanRossi,

 

If you are within contract (whether from the original 24 month contract or rebundling) then please contact Tech Support on 133 933 so that a replacement modem (to the improved CG3100D-2) can be organised for you. 

 

As of last week we now offer a new model of modem: Netgear C6300BD which is also called the Telstra Gateway MAX which is $216 RRP. 

 

Telstra Gateway Max™

Telstra Gateway Max

$216 RRP

The Telstra Gateway Max provides the best in-home Wi-Fi speed and coverage that Telstra has to offer.

Features

  • Cable 3.0 (HFC)
  • Ethernet WAN
  • Wi-Fi 802.11 a/b/g/n/accertified®
  • 4x Gigabit Ethernet ports
  • 2x USB
  • DLNA Certified®

 

- Shelly

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danrossi
Level 5: Eagle Eye

Re: Cable Ultimate (aka Super Fast) -- not 100 Mbps in Epping

I have no idea about contracts I am one of the original uptakers of ultimate like the other user here having fault problems. Can you please check for me ? Who can I contact is there an email support ? I need to give them this log so they can determine the fault please. 

Nobody has bothered to replace the modem even though ive been complaining about it for years. I don't have time to keep chasing up about it I'm afraid thats why its taken so long to deal with chasing it up. 

I don't need a modem gateway especially a bloaty fancy expensive one with possible  upnp security holes. 

I have an enterprise router device that I bridge to the modem which only cost me $130 and is far more advanced than these devices. I would highly recommend these to users who have a bit of knowhow to configure it.

 

see 

 

http://www.ubnt.com/edgemax#edge-router-lite


I just need a single port modem like the old Motorola. I believe the original netgear modem which I only paid $140 at the time was faulty and has needed replacing ever since. So paying $200+ just for a modem is a bit out of my budget right now. I just need a working modem the routing I have my BYO device. Is there a Docis 3 modem I can purchase BYO ? I would much prefer to do that. 

 

Thanks for your reply. 

Community Manager Community Manager
Community Manager

Re: Cable Ultimate (aka Super Fast) -- not 100 Mbps in Epping

If that is the case then your modem is likely no longer covered by warranty as they are covered for 24 months from purchase but if you have experienced issues since the start then call us on 133 933 and technical support can look into the possibility of a warranty replacement.

 

Otherwise, the alternative modem to the new Gateway Max, is to purchase the Netgear CG3100v2 from us for $144. Both can be organised through our billing team on 13 22 00 or via Live Chat here http://tel.st/49kl

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danrossi
Level 5: Eagle Eye

Re: Cable Ultimate (aka Super Fast) -- not 100 Mbps in Epping

I'm truely over this Ive been complaining about this fault and this log for years. I'll just buy the new device and sell this one and let someone else deal with it.

It's quite likely the firmware because

1) It's hacked up hence why you can't BYO

2) never ever updated since purchase and full of security holes most likely, the ssh problem with unchangable default password  for one which is serious. 

3) resetting doesn't do anything i've reset it quite a few times over a long period. 

NBN fibre cannot come quick enough. Am not happy. 

danrossi
Level 5: Eagle Eye

Re: Cable Ultimate (aka Super Fast) -- not 100 Mbps in Epping

more time wasting im sitting here trying to wait for live chat. can somebody not initiate it on their end ? ill have to do it another day it seems can't wait around. It's also the reason as i explained i'm too busy to keep chasing this up and it's tiring. 

Telstra (Retired)
Telstra (Retired)

Re: Cable Ultimate (aka Super Fast) -- not 100 Mbps in Epping

Hi Danrossi,

 

I would normally suggest logging into My BigPond and ordering it online, however this feature is currently not available, so this means that you will need to purchase the new modem by calling 137 663 or via Live Chat.

 

- Shelly

 

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danrossi
Level 5: Eagle Eye

Re: Cable dropouts in Epping (NSW) area

@goosmurf   I was able to request a replacement of my modem to a CG3100D-2 the version 2 of our modem you need to goto the live chat first. If you see any logs in your admin like mine I suggest you do the same. When you experience any cut to the connection at all or even during timeouts try and access the admin of the modem. If you can't access it it's the same firmware bug as mine the unit is faulty and should be replaced. It's simply becoming unresponsive. I have mine bridged mine you but it shouldnt make a difference. 

 

The line issue is an area wide problem and will never get resolved and will happen again. I was on the phone to someone who agreed that period was an area wide problem even though he tried to put it down to lan saturation which is bollox !

When you report it I will be reporting it at the same time ! 

danrossi
Level 5: Eagle Eye

Re: Cable dropouts in Epping (NSW) area

Even with the new modem you most definitely want to bridge with your own router. The wifi is really bad for starters and cannot penetrate certain areas where my enterprise WAP was perfectly fine but I have to send it back due to also being faulty !

 

If you enable the firewall filtering which is off by default which is bad it blocks all outgoing ports except some and there is no way to open specific ports only incoming ones with port forwarding so has to be disabled ! Even ssl imap is disabled which is standard. This is why it's so limiting among other things like proper ip filtering options which is standard also.

Once enabled it can't handle it and falls over anyway and so slow. This is what I mean by sending out insecure devices the most basic firewall features are disabled and users wouldn't know any different but are vulnerable to attacks. 

danrossi
Level 5: Eagle Eye

Re: Cable Ultimate (aka Super Fast) -- not 100 Mbps in Epping

Hi Telstra support. The connection has degraded again today and has been unusable. I have a brand new modem now as the old one was replaced. I'ts an area wide issue as normal. It's been severely windy etc the past few days which is when this problem always happens it can't stay up during bad weather. 

See ping tests

 

DiskStation> ping google.com

PING google.com (74.125.237.161): 56 data bytes

64 bytes from 74.125.237.161: seq=0 ttl=53 time=289.750 ms

64 bytes from 74.125.237.161: seq=1 ttl=53 time=9.463 ms

64 bytes from 74.125.237.161: seq=2 ttl=53 time=442.944 ms

64 bytes from 74.125.237.161: seq=6 ttl=53 time=2445.194 ms

64 bytes from 74.125.237.161: seq=7 ttl=53 time=2427.309 ms

64 bytes from 74.125.237.161: seq=9 ttl=53 time=2640.797 ms

64 bytes from 74.125.237.161: seq=10 ttl=53 time=2424.376 ms

64 bytes from 74.125.237.161: seq=11 ttl=53 time=2110.501 ms

64 bytes from 74.125.237.161: seq=12 ttl=53 time=1257.681 ms

64 bytes from 74.125.237.161: seq=13 ttl=53 time=309.059 ms

64 bytes from 74.125.237.161: seq=14 ttl=53 time=1783.345 ms

64 bytes from 74.125.237.161: seq=15 ttl=53 time=1917.224 ms

64 bytes from 74.125.237.161: seq=16 ttl=53 time=1969.172 ms

64 bytes from 74.125.237.161: seq=17 ttl=53 time=1930.567 ms

64 bytes from 74.125.237.161: seq=18 ttl=53 time=1465.296 ms

64 bytes from 74.125.237.161: seq=19 ttl=53 time=464.563 ms

64 bytes from 74.125.237.161: seq=20 ttl=53 time=15.159 ms

64 bytes from 74.125.237.161: seq=21 ttl=53 time=2096.705 ms

64 bytes from 74.125.237.161: seq=23 ttl=53 time=2839.396 ms

64 bytes from 74.125.237.161: seq=25 ttl=53 time=2868.800 ms

64 bytes from 74.125.237.161: seq=26 ttl=53 time=2531.463 ms

64 bytes from 74.125.237.161: seq=27 ttl=53 time=2479.856 ms

64 bytes from 74.125.237.161: seq=29 ttl=53 time=1773.640 ms

64 bytes from 74.125.237.161: seq=30 ttl=53 time=772.953 ms

64 bytes from 74.125.237.161: seq=31 ttl=53 time=1975.582 ms

64 bytes from 74.125.237.161: seq=33 ttl=53 time=2883.730 ms

64 bytes from 74.125.237.161: seq=34 ttl=53 time=2322.304 ms

64 bytes from 74.125.237.161: seq=35 ttl=53 time=1432.883 ms

64 bytes from 74.125.237.161: seq=36 ttl=53 time=624.282 ms

64 bytes from 74.125.237.161: seq=37 ttl=53 time=9.019 ms

^C

--- google.com ping statistics ---

39 packets transmitted, 30 packets received, 23% packet loss

round-trip min/avg/max = 9.019/1617.100/2883.730 ms

Its exactly the same problem as what we reported only a month or so ago. Can somebody please resolve this it's just unbearable and tiring to deal with anymore. I suspect the other user here also in my area will have exactly the same issue. 

Ironically I am now going away for 4 days so will not have time to deal with it at all but today was severely bad and connection unusable. All these times of issues I have not got credits for either ! 

 

Telstra (Retired)
Telstra (Retired)

Re: Cable Ultimate (aka Super Fast) -- not 100 Mbps in Epping

Hey Danrossi,

 

I know that this is an ongoing issue for you. I'll send you a PM to grab some details.

 

Brodie

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danrossi
Level 5: Eagle Eye

Re: Cable Ultimate (aka Super Fast) -- not 100 Mbps in Epping

Hi Brodie get a load of this I just come back after 3 days on a work trip which is ironic it went down just as I was about to leave to leave the other people in the house hanging. I've come back to deal with this problem again, it's sending me crazy. no progress has been made. 4 days now .  HOW do I go about getting credits this is incredible. I do not see any private message sorry. I am unable to do my work and as always I need to accept remote bittorrent sync transfers for work purposes as this is what I rely on which is going to take hours. uploading anything is useless and times out also. 

DiskStation> ping google.com

PING google.com (74.125.237.197): 56 data bytes

64 bytes from 74.125.237.197: seq=0 ttl=55 time=2175.384 ms

64 bytes from 74.125.237.197: seq=1 ttl=55 time=3127.019 ms

64 bytes from 74.125.237.197: seq=2 ttl=55 time=4667.088 ms

64 bytes from 74.125.237.197: seq=7 ttl=55 time=2628.365 ms

64 bytes from 74.125.237.197: seq=9 ttl=55 time=2231.363 ms

64 bytes from 74.125.237.197: seq=14 ttl=55 time=2004.596 ms

64 bytes from 74.125.237.197: seq=15 ttl=55 time=1289.884 ms

64 bytes from 74.125.237.197: seq=16 ttl=55 time=2300.203 ms

64 bytes from 74.125.237.197: seq=17 ttl=55 time=2767.405 ms

64 bytes from 74.125.237.197: seq=18 ttl=55 time=2754.471 ms

64 bytes from 74.125.237.197: seq=19 ttl=55 time=3582.938 ms

64 bytes from 74.125.237.197: seq=20 ttl=55 time=3261.426 ms

64 bytes from 74.125.237.197: seq=21 ttl=55 time=3229.380 ms

64 bytes from 74.125.237.197: seq=23 ttl=55 time=2585.304 ms

64 bytes from 74.125.237.197: seq=24 ttl=55 time=2750.245 ms

64 bytes from 74.125.237.197: seq=27 ttl=55 time=762.269 ms

^C

--- google.com ping statistics ---

30 packets transmitted, 16 packets received, 46% packet loss

round-trip min/avg/max = 762.269/2632.333/4667.088 ms

Telstra (Retired)
Telstra (Retired)

Re: Cable Ultimate (aka Super Fast) -- not 100 Mbps in Epping

Hey Danrossi,

 

Can you access your PM's? I can definitely see mine has been sent to you. Otherwise I can send another?

 

Brodie

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danrossi
Level 5: Eagle Eye

Re: Cable Ultimate (aka Super Fast) -- not 100 Mbps in Epping

Yes I see it now the envelope icon is nearly the same background as the header so invisible. If it was white I may have seen where private messages are Smiley Happy 

 

This is what ive been experiencing to the T since sunday I randomoly did another ping test and it goes back to normal and then not even a few seconds later the next test is degraded again. Does my head in !  I've power cycled every single device, the wifi access point, the router and the modem.

 

iElectro:~ danielr$ ping google.com

PING google.com (74.125.237.200): 56 data bytes

64 bytes from 74.125.237.200: icmp_seq=0 ttl=55 time=8.557 ms

64 bytes from 74.125.237.200: icmp_seq=1 ttl=55 time=9.578 ms

64 bytes from 74.125.237.200: icmp_seq=2 ttl=55 time=9.944 ms

64 bytes from 74.125.237.200: icmp_seq=3 ttl=55 time=9.592 ms

64 bytes from 74.125.237.200: icmp_seq=4 ttl=55 time=9.579 ms

64 bytes from 74.125.237.200: icmp_seq=5 ttl=55 time=9.313 ms

64 bytes from 74.125.237.200: icmp_seq=6 ttl=55 time=9.579 ms

^C

--- google.com ping statistics ---

7 packets transmitted, 7 packets received, 0.0% packet loss

round-trip min/avg/max/stddev = 8.557/9.449/9.944/0.402 ms

iElectro:~ danielr$ ping google.com

PING google.com (74.125.237.200): 56 data bytes

64 bytes from 74.125.237.200: icmp_seq=0 ttl=55 time=930.558 ms

64 bytes from 74.125.237.200: icmp_seq=1 ttl=55 time=485.531 ms

64 bytes from 74.125.237.200: icmp_seq=2 ttl=55 time=638.552 ms

Request timeout for icmp_seq 3

64 bytes from 74.125.237.200: icmp_seq=3 ttl=55 time=1124.659 ms

64 bytes from 74.125.237.200: icmp_seq=4 ttl=55 time=396.090 ms

64 bytes from 74.125.237.200: icmp_seq=5 ttl=55 time=1030.384 ms

64 bytes from 74.125.237.200: icmp_seq=6 ttl=55 time=1030.428 ms

^C

--- google.com ping statistics ---

8 packets transmitted, 7 packets received, 12.5% packet loss

round-trip min/avg/max/stddev = 396.090/805.172/1124.659/271.644 ms

danrossi
Level 5: Eagle Eye

Re: Outage in Epping, NSW?

I sent you a message that form you sent me to is completely broken so I have yet again failed to make contact. Tommorow will be the fifth day without usable internet. 

Support Team
Support Team

Re: Outage in Epping, NSW?

Thanks for letting us know Dan, we're working on getting the webform back up and running as soon as we can.

-Dylan

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danrossi
Level 5: Eagle Eye

Re: Outage in Epping, NSW?

after a tonne of painful debugging i believe ive been shaped even though I have never gone over my usage for the entire time I've had this account. It acts the same way as a faulty line however goosmurf would also be complaining so it's a bit strange. 

I never got one single email about data usage so this is a scam. I highly doubt I went over im not a heavy user as such. In any case I should have recieved emails about data usage ! 

I don't think this is right and may have to file a complaint. Now I can't do any of my work fo 3 days until it clears which leaves me with no INCOME. 

Support Team
Support Team

Re: Outage in Epping, NSW?

Hi danrossi,

 

Have you logged into your My Account to check if it's plan usage which has caused shaping speeds? If so, it is possible to top up 3 times per year: http://crowdsupport.telstra.com.au/t5/Home-Broadband-KB/Top-ups-our-new-solution-when-you-ve-exceede...

 

If shaping is not the issue, our tech support team (open 24/7) will need to help trouble shoot, and can be reached on 133933 or live chat here: http://tel.st/gq6m

 

Ivan

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